The role of the Telephone Operator is integral to the smooth running of the hotel's communication network. The operator is responsible and accountable for all operations related to the Switchboard and the efficient delivery of guest messages throughout their shift.
Core Work Activities
Communication and Guest Service Excellence
- Answer phone calls professionally and promptly according to hotel standards, transferring calls efficiently when necessary.
- Ensure all duties and tasks are performed in a procedurally correct, timely, and consistent manner.
- Demonstrate the ability to work effectively under time constraints and delegate tasks swiftly when required.
- Handle all guest enquiries and requests in a helpful, professional, warm, and friendly manner.
- Maintain complete and thorough knowledge of the entire range of services and facilities the hotel provides to guests and visitors.
- Possess a complete and thorough knowledge of all hotel outlets, including their operating hours and the scope of services provided.
- Ensure the Switchboard remains attended at all times whilst on duty.
- Be responsible for the prompt and correct input of all guest messages into the system.
- Identify and report any faults that occur within the switchboard system whilst on duty.
- Provide a personal, efficient, friendly, and warm wakeup call service for guests as required, noting and delivering requests accurately as per standard.
- Ensure strict adherence to confidentiality with no exceptions, respecting the privacy and security of hotel guests and proprietary information.
- Ensure all guests and callers are provided with concise information concerning the services and facilities offered by the hotel.
Operational Duties and Compliance
- Maintain daily awareness of all arrivals to the hotel, particularly VIPs and return guests, noting any special requests for appropriate action.
- Actively promote the hotel loyalty program and be able to confidently explain all pertinent membership information.
- Drive loyalty program enrollment among guests.
- Be prepared to perform supporting duties related to reservations, concierge services, guest relations, and porter functions as operational needs dictate.
- Be completely aware of the Fire and Emergency procedures of the hotel and understand personal functions during such situations.
- Be available during emergency situations to provide appropriate direction to callers or guests.
- Understand all hotel policies and be able to confidently relay this information.
- Be well versed in the property management system (PMS) and other relevant hotel systems to ensure effective running of the hotel operation.
- Adhere strictly to all operating standard procedures, hotel policies, and brand standards.
Qualifications
- A BA/BSc/HND qualification is required.
